Voice menu (IVR)
Play an announcement, take the choice by keypress, branch into the right inbound campaign. With timeouts, repeat attempts and defined behaviour when nothing is entered.
What call blending means in practice
Your agents are working in an outbound campaign. When someone calls one of your numbers, the call is put through to that same interface before the next outbound call is started.
If the caller is a known lead, the agent immediately sees their data and call history. They do not have to ask for the name and the reason for the call first – which shortens the conversation and comes across as far more professional to the caller.
- Return calls to the number you displayed come back into the system
- Customer data is called up automatically on an incoming call
- Incoming calls take precedence over automatic dialling
- Separate reporting for inbound operation
The queue under control
For each inbound campaign you define how many callers may wait at the same time and what happens when that limit is exceeded or no agent is available.
- Store announcements and on-hold music
- Choose the behaviour when the limit is exceeded
- Forward, send to voicemail or hang up
- Decide the order in which agents ring
- Working hours per inbound campaign
Building blocks
From the phone number to the agent
Voicemail
Outside working hours or when the queue is full, the mailbox records. You find those recordings in the same place as the call recordings.
VIP routing
Give particular callers priority and put them through to a specific campaign or agent.
Inbound call list
Trace who called when and what came of it – including calls that nobody answered.
Your own numbers
We route inbound numbers to your campaigns through our telephony partners – several in parallel for different clients if needed.
Inbound statistics
Answered and lost calls, waiting times and distribution – reported separately from the outbound business.
Is inbound part of your business?
The inbound part is the clearest difference between the two plans. mmDial Direkt is a pure outbound system; inbound campaigns, voice menus, queues and voicemail belong to mmDial Comfort.
If you work purely outbound today but expect to take return calls before long, that is a good reason to start with Comfort straight away – though you can switch at any time later.
Keep reading
Other parts of mmDial
Campaigns & dialling behaviour
Predictive, power and manual dialling, call outcomes, hotkeys, status transfer and do-not-call lists.
Lists & lead management
CSV import while you work, drag & drop field mapping, duplicate checks, list mixing and the filter builder.
Agent workspace & order form
Browser-based workspace, form designer, callbacks, break reasons and permissions.
Live monitoring & statistics
Adjust the dial level live, watch ASR and abandon rate in real time, analyse down to five-minute intervals.
Call recording
Record per campaign or on the agent’s command, free file-naming schemes, search inside conversations.